We are TS owners at Sunset Beach. When we arrived, check in was quick and simple, but thats when it all went down hill. When we arrived at our room, we had this terrible smell! The smell of a sewer or a clogged drain, it was terrible. Even the bell boy/golf cart driver had a hard time dealing with it. He suggested we call the front desk, we did. When I explained the problem the said, " that there was no more rooms avial in our room size". They said that if we wanted to upgrade we would have to pay. That really pissed off my wife and I. I argued with them, then my wife got on the phone. She explained that the smell was not our fault and that we just wanted another room. They once explained that we would have to pay for the upgrade, my wife got into a shouting match over the phone. They said they would call us back it took sometime. When they did call back they stated that they would upgrade us to a bigger room that was ready. By then we were off to a bad start, it was hot, humid and we just wanted to cool off. They did send a golf cart driver to move us to another room. It was on the same building different floor. That room was in better shape, no smell and cooler. It took some time before my wife calmed down from her phone call to the front desk, asking a guest to pay for an upgrade when its not the guests fault is not good customer service, maybe since we own just a studio size suite we are not that important to the Pueblo Bonito!
The rest of the Hotel was great, the grounds, the pools are very nice. Golf cart service was good, when we would call we only had to wait for a few minutes. Our best time was spent at the sky pool, what a view! The food was good, we ate the buffet style dinners at the La Nao, other than that, we bought our daily food at the local market so we would eat our lunch in our rooms. All the rooms at the hotel have small servicebars, hot plates, microwave, fridge/freezer, all the pots and pans, and all settings that one might need.
As far as the hotel goes its one of the best we have ever stayed in. The rest of the staff was great, very polite and professional. We tried to forget our first impression and enjoyed our stay, since we already paid for it.


(7 votes) 
(5 votes) 
(5 votes) 




